Ninety eight percent of passenger’s complaints were settled in 2015 Albadur: a special program and website to receive customer’s complaints electronically soon

Jeddah April 6, 2016

Consumer Protection Department at the General Authority of Civil Aviation (GACA), have dealt with and settled (1375) complaints logged by travelers against various airlines in the year 2015. Also received during the same period more than 1400 calls and inquires via their official twitter account and the hotline provided.

According to a statistical report issued by the Consumer Protection Department, (1394) complaints was received in 2015, an increase of 252% from the previous year. (1375) complaints were addressed and settled at 98% rate. CP also received calls and inquiries from customers that numbered over (1400), where customer’s satisfaction about services rendered over the hotline reached 97% in 2015.

The percentage of complaints percentage about delayed flights have reached 28.19%, followed by lost luggage at 14.41%, while cancelled flights came in third at 12.34%, tickets reimbursement at 9.2%, complaints about tickets at 5.63%, followed by reservation cancellation at 4.71%.

For his part, Capt. Abdul Hakim Albadur, Assistant to the President for Safety, Security and Air Transport, mentioned that GACA has been proactive in achieving a balance between air carriers and the clients (the travelers) rights.

He added that Consumer Protection Department and under the directive of Mr. Suleiman Alhamdan the General Authority of Civil Aviation President, is currently working to prepare a website and a special program to receive and follow through on customers complaints electronically, which should be completed soon.

Work is also underway to implement an integrated public awareness plan to raise the awareness of consumers about their duties and responsibilities. This is in accordance to the consumer protections regulations and certain ways to communicate with the CP department. A booklet has also been printed in both (Arabic and English), distribution of the booklet will start soon in all airports.

At the present time, clients can reach Consumer Protection Department through this Land line number (8001168888) during working hours. Complaints can also be received at this e-mail: CustomerCare@gaca.gov.sa or the official certified twitter account @GacaCare, which publishes educational excerpts titled “Traveler’s Duties”.

It’s worth mentioning that the Kingdom of Saudi Arabia, is one of the first Arab countries that has issued and implemented regulations for consumer protection, these regulations can be accessed through GACA official website, www.gaca.gov.sa. One of the most prominent provisions of the said regulations is requiring the air carrier to secure an accommodations for the clients (passengers) in the event of cancelled flights, or there is more than six hours delay from the original time of departure. Also refreshments should be provided for the first hour of delayed flights, and a hot meal should be provided if the delay exceed three hours from the original time of departure.